Support Engineer San Francisco, CA

Nearly every company in the world runs on custom software: Gartner estimates that up to 50% of all code is written for internal use. This is the operational software for refunding orders, underwriting loans, onboarding employees, analyzing transactions, and providing customer support. But most companies don’t have adequate resources to properly invest in these tools, leading to a lot of old and clunky internal software or, even worse, users still stuck in manual and spreadsheet flows.

At Retool, we’re on a mission to bring good software to everyone. We’re building a new type of development platform that combines the benefits of traditional software development with a drag-and-drop UI editor and AI, making it dramatically faster to build internal tools. We believe that the future of software development lies in abstracting away the tedious and repetitive tasks developers waste time on, while creating reusable components that act as a force multiplier for future developers and projects. The result is not just productivity, but good software by default. And that’s a mission worth striving for.

Today, our customers span from small startups building their first operational tools to Fortune 500 companies building mission-critical apps for thousands of users across their business. Interested in joining us? Let us know!

WHY WE'RE LOOKING FOR YOU:

As Retool continues to evolve and our customer base expands, we have more questions, feedback, and tickets coming in than ever before from developers using Retool across the globe. As we continue to grow, we’re adding customer-centric Support Engineers to help our US customers build the systems and tools they need to run their businesses.

WHO YOU'LL WORK WITH:

You will work closely with a team of skilled Support Engineers to diagnose, troubleshoot, and solve customer problems. You’ll be collaborating with EPD (Engineering, Product, & Design) and our Go-To-Market teams along the way, in order to provide a world-class customer experience to some of the biggest brands in the world.

IN THIS ROLE, YOU WILL:

• Work with our Enterprise users daily via email, Slack, and Zoom
• Troubleshoot new bugs and formalize bug reports
• Collaborate closely with engineering teams to address complex problems.
• Represent customers internally and advocate for key issues
• Explore our codebase, logs, and test instances to debug difficult problems
• Teach Retool users best practices around performance and development workflows
• Foster a culture of inclusiveness, empathy, and continuous improvement, encouraging innovation and efficiency in technical support processes.

THE SKILLSET YOU'LL BRING:

• 2-4 years of experience working in technical and customer-facing roles
• A broad technical background and enjoy learning new technologies
• Beginner understanding of platform technologies such as AWS, Docker, Kubernetes, and Azure, or a propensity to learn
• Experience supporting a SQL or NoSQL database management system
• Ability to communicate effectively through writing and virtually
• Ability to think on your feet and come up with creative solutions to non-obvious problems
• Ability to empathize with customer challenges and enjoy problem-solving
• Bonus points if you know React and can fix minor bugs in our codebase

Retool offers generous benefits to all employees and hybrid work location. For more information, please visit the benefits and perks section of our careers page!